Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

JAMES BURTON

St. Catharines,ON

Summary

Experienced contact centre Team Lead with 5 years as part of a dedicated team working with a social media client. Assisted in marketing campaign construction before moving into quality assurance and team management. Background in public relations and journalism with penchant for presentations and public speaking.

Overview

6
6
years of professional experience

Work History

Service Delivery Ops Team Lead

Accenture Inc
04.2021 - 06.2023
    • Organized and managed team of business partner support agents for social media client
    • Developed process improvement strategies to improve team efficiency and client satisfaction
    • Responsible for training team members, setting strategy and monitoring progress towards goals
    • Organized and executed team engagement exercises, information huddles and weekly client meetings.
    • Coached team members in techniques necessary to complete job tasks.

Quality Assurance Analyst

Accenture Inc
01.2019 - 04.2021
  • Audited workflows for process improvement and coaching opportunities
  • Calibrated with client to ensure accuracy of audits
  • Delivered weekly team coaching and bi-weekly one-on-one coaching
  • Wrote Quality Assurance Standard Operating Procedure document for social media client.

Client Service Representative

Accenture Inc
11.2017 - 01.2019
  • Assisted clients in creating advertisement campaigns on major social media platform.

Education

Public Relations

Niagara College
Welland, ON
06.2016

Journalism

Niagara College
Welland, ON
06.2015

Skills

  • Team building, leadership & collaboration
  • Coaching & Critical Thinking
  • Communications Technology
  • Customer Care and Satisfaction
  • Customer Experience Management
  • Customer Service Management & Support
  • Operations Management
  • Problem Solving
  • Process Improvement
  • Quality Assurance & Quality Management
  • Service-Level Agreement Management
  • Technical Documentation
  • Proficient in Excel, PowerPoint & Office suite
  • Social media technologies
  • Facebook Ads Manager expertise
  • Advertisement development
  • Experienced with Adobe InDesign & Premiere
  • Schedule Management
  • Performance Monitoring
  • Employee Evaluation

References

References available upon request

Timeline

Service Delivery Ops Team Lead

Accenture Inc
04.2021 - 06.2023

Quality Assurance Analyst

Accenture Inc
01.2019 - 04.2021

Client Service Representative

Accenture Inc
11.2017 - 01.2019

Public Relations

Niagara College

Journalism

Niagara College

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JAMES BURTON